Director - US Institutional Client Service Support

About the role

The Director of U.S. Institutional Client Service Support is responsible for leading and elevating the U.S. Institutional Client Service Support function, ensuring best-in-class service delivery across the full institutional client lifecycle. This role directly oversees Institutional Client Service Support and serves as the senior leader accountable for execution, service quality, risk management, and client experience across relationships. The role also partners closely with regional client service leaders in EMEA and APAC to align on global standards, share best practices, and ensure consistency across a complex, multi-product, multi-region asset management platform.

Responsibilities

• Lead, develop, and scale the U.S. Institutional Client Service support team.
• Drive a culture of accountability, client focus, and operational excellence.
• Serve as the senior escalation point for complex or sensitive U.S. client matters.
• Transform processes, standards, data, and supportive technologies to align with client needs.
• Ensure strong partnership with sales teams to deliver a seamless client experience.
• Client Lifecycle Ownership (U.S. Focus): Define and oversee best practices across the full U.S. institutional client lifecycle: onboarding, implementation, ongoing servicing, retention, and expansion.
• Maintain disciplined and coordinated partnership with Relationship Managers/Sales Teams.
• Establish clear service models aligned to client segmentation and complexity.
• Monitor service KPIs to drive continuous improvement and retention outcomes.
• Global Alignment & Best Practices: Partner with EMEA and APAC client service leadership to align on global service standards and governance frameworks. Promote consistency in onboarding protocols, escalation processes, service metrics, and client engagement models.
• Balanced global alignment with U.S. regulatory, operational, and client-specific requirements.
• Operational Discipline & Risk Governance: Partner with Operations, Legal, Compliance, and Technology to ensure strong controls and risk management. Identify and implement process improvements to enhance scalability, efficiency, and client experience.

Requirements

• 10+ years' experience within institutional asset management with ability to operate effectively in a global, multi-product environment.
• Deep knowledge of U.S. institutional clients (corporate, public, endowment & foundation, insurance, sub-advisory, consultants).
• Demonstrated ownership of the full institutional client lifecycle, from onboarding through retention and expansion.
• Exceptional client relationship and stakeholder management skills.
• Demonstrated success leading high-performing teams and creating a culture of accountability, client focus, and operational excellence.
• Senior-level judgment and presence to act as an escalation point for complex or sensitive client matters.
• Ability to scale teams, processes, and service models as business complexity and client demands grow.
• Track record of transforming processes, service standards, data, and enabling technologies to enhance client outcomes.

Qualifications

• Master's degree in Business Administration, Finance, or related field.
• Proven track record of managing and leading high-performing teams.
• Experience in building and scaling client service operations.
• Strong understanding of institutional client needs and market dynamics.
• Excellent communication and interpersonal skills.
• Ability to work independently and manage multiple priorities.

Skills

• Strategic thinking and problem-solving.
• Leadership and team management.
• Client relationship management.
• Process improvement and optimization.
• Financial analysis and reporting.
• Project management.
• Regulatory compliance and risk management.

Benefits

Franklin Templeton offers a competitive and valuable range of total rewards—monetary and non-monetary—designed to support your well-being and recognize your time, talents, and results. Along with base compensation, employees are eligible for an annual discretionary bonus, a 401(k) plan with a generous match, and recognition rewards. We also offer a comprehensive benefits package, which includes a range of competitive healthcare options, insurance, and disability benefits, employee stock investment program, learning resources, career development programs, reimbursement for certain education expenses, paid time off (vacation / holidays / sick / leave / parental & caregiving leave / bereavement / volunteering / floating holidays), and a motivational wellbeing program. We expect the annual salary for this position to range between $180,000 - $200,000, depending on location and level of relevant experience, plus discretionary bonus.

Pay

Franklin Templeton offers a competitive salary range for this position, ranging between $180,000 - $200,000, depending on location and level of relevant experience, plus discretionary bonus.

Schedule

This role works a hybrid schedule commutable to our Pasadena, CA or Boston, MA office.

Location

Franklin Templeton is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees, and we evaluate qualified applicants without regard to ancestry, age, color, disability, genetic information, gender, gender identity, or gender expression, marital status, medical condition, military or veteran status, national origin, race, religion, sex, sexual orientation, and any other basis protected by federal, state, or local law, ordinance, or regulation. If you believe that you need an accommodation or adjustment to search for or apply for one of our positions, please send an email to accommodations@franklintempleton.com. In your email, please include the accommodation or adjustment you are requesting, the job title, and the job number you are applying for. It may take up to three business days to receive a response to your request. Please note that only accommodation requests will receive a response.